Shipping & Returns policy


Shipping costs are calculated automatically by the Shopping Cart at checkout.

Online purchases are shipped anywhere within Australia using Australia Post Standard tracking on all parcels and delivery (3-7 days).

International shipping can take up to 7 to 28 days depending on the country.

For Faster Delivery:
When you need your order in a hurry, please call the Salon Store to arrange Express and courier deliveries.

Ph: (03) 8596 0505

Returns Policy

Hair extensions are considered hygiene-sensitive products, so once the Seal has been Broken on the packaging or the extensions worn, they can not be refunded or exchanged.

You would never want to buy hair extensions that had been touched or worn by someone else, and that’s why we take precautions with the hygiene and personal safety of our clients who purchase from us.

Unopened hair extensions that have not been taken out of their packaging that is Returned within 7 Business Days (from the day on which you received your order) will be exchanged.

How to Return Your Order

1. Please call BigStar Hair on (03) 8596 0505 to let us know you wish to return your order.

2. Pack the item you are returning in the original packaging with a copy of your invoice.

3. When you are exchanging for a different colour, include a note with the new colour you want.

4. When exchanging for a different installation method, include a note that explains what you want in exchange.

5. Send your return to Big Star Hair – you are responsible for all return shipping costs and tracking (to avoid lost returns).

6. The exchanged items will be sent to you as soon as your returned parcel is received.

7. Absolutely NO refunds and NO exchanges can be made after installation of hair extensions – including Clip-Ins, HALO hair extensions and Flip-in extensions.

8. Please note, that parcels sent without first contacting us will be denied as returned orders.


You have the right to return your product for an EXCHANGE provided it is within 7 business days from the day on which you receive the goods.

Note: Hair extensions are considered hygiene-sensitive products, once the seal has been broken or the extensions are taken out of the package they will be deemed exempt of refund or exchange.

Refund or Exchange after Installation

No refund or exchange made after installation.

Please choose your product and method installations carefully. BigStar Hair will give the best advice possible but the decision is entirely up to you.

If you decide that the method you selected isn’t right for you after the installation, BigStar Hair will not be accountable for it. However, in some cases, we will re-do the work for you at no charge, but this will be absolutely at our discretion

Booking and Cancellation Policy

Bookings can be made over the phone or in person, and a deposit of 30% of the total cost is required to secure your appointment.

Any cancellation will have to be at least 48 hours in advanced &
For any appointment re-scheduling 24 hours in advance, otherwise, the deposit will not be refunded.

A processing fee of $5 will be charged upon refund on deposit.

Pre-ordered hair deposit will not be refunded in case you decide not to go ahead with the installation.

Specials & Promotions

Any specials and promotions are to be claimed within the stated valid period only.

Please follow all of the instructions provided by us and product manufacturers.

All methods are great but the longevity of your hair extensions will depend on the product itself, the client’s hair and any aftercare applied by the client.

You are welcome to ask as many questions as you like.

In the case that we are not able to provide an exchange and refund, we may re-do the work for free at our discretion.

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